Manager, Patient Services

**Job Description**:
**CARE AND BE CARED FOR - THIS IS YOUR HOME**:
Do you have a passion for leading people to achieve exceptional patient outcomes? Do you have strong planning, management, and evaluation skills? Are you looking to make a difference in your community? You’re looking in the right place.

**If so, take a look at this**rewarding career opportunity working alongside a supportive and collaborative team of over 8,000 regulated health care and other professionals.**We are amid a momentous time for health care in Ontario as we move to a more connected health care system through the Ontario Health Teams model of care.

As a valued team member, your mission will be to help our patients be healthier at home, while you benefit from our supports for professional growth, personal wellness, and work-life balance.

Reporting to the Director, Patient Services, this position is responsible for ensuring appropriate assessment of needs and coordination, management and provision of services. The position manages day-to-day operations and oversees a team of Patient Services employees to ensure that effective and efficient services are provided to patients and their families through the provision of case management and long-term care home placement services.

The Patient Service Manager will represent Ontario Health atHome at various meetings and events; will foster and develop relationships to promote Ontario Health atHome within these communities, nurture intra-agency relationships and integration activities to promote an environment of collaboration, innovation and the advancement of Ontario Health atHome organizational endeavors.

Please note this is a temporary full-time opportunity anticipated for 8-months with possibility for extension.

**What will you do?**
- Manages the delivery and access to coordinated, quality community health care
- Responsible for the supervision, leadership and guidance of employees within a multi-disciplinary team
- Implements and maintains services standards and monitors service levels to ensure effective resources allocation
- Identifies critical service delivery issues and refines services for the patient population as needed
- Participates, supports and/or leads in planning, implementing, managing, and evaluating patient service delivery programs
- Acts as the primary contact for patient/family complaints or MPP concerns, in collaboration with Quality and Risk staff, on issues not resolved by Care Coordinator or team member
- Manages complex, difficult patient issues and complaints not handled in a routine manner
- Accountable for the day to day operational decision making for the portfolio
- Monitors and reviews caseload statistics and indicators for assigned portfolio and team
- Oversees the utilization of purchased patient services for their assigned team in collaboration with their colleagues
- Establishes and maintains effective relationships with service providers in the area to deliver quality patient care
- Maintains awareness and understanding of current and changing community and health care system needs and impacts to improve or provide more efficient service delivery
- Utilizes data from technology to review performance of direct reports, and as a basis to recommend change that will result in improvements to patient care.
- Provides advice and guidance to staff in managing difficult or unusual cases
- Engage staff in discussions of change initiatives
- Ensures that safe, high quality healthcare and/or services are always patient centered, driven by information and organized for safety
- Demonstrates awareness in acuity of risk and level of decision making that requires an escalation to Director(s) or engagement of the Patient Relations Specialist to reduce the risk of situations escalating to the media, litigation, MPP’s, and CEO
- Represents Ontario Health atHome on multi-disciplinary committees and community agency/project working groups, when asked.
- Interprets and implements organizational policy, Collective Agreements and applicable legislation
- Manages overall performance of local team; provides direction on projects and priorities; orients and trains staff to equip them with the necessary skills needed to resolve issues and provide quality patient care; guides staff in handling critical issues
- Attends joint patient visits for purpose of staff performance evaluation and/or support for escalations
- Aligns annual work plans for operational work to the broader strategic directions of Ontario Health atHome and the divisional strategy and priorities within Patient Services
- Addresses equity in access to service, service quality, patient safety and patient privacy and works closely with departmental staff to achieve alignment in business processes and resolution of issues.
- Embodies Ontario Health atHome mission, vision and values and applies quadruple aim (enhancing patient experience, enhancing provider/staff experience, improving value and improving pop